Comments on: Zales : Jewelry Store – Bad Service

By: unsatisfied

unsatisfied — Wed, 01 Feb 2012 04:25:44 +0000

I bought á diamond ear ring at sales Manhattan, westside store a couple of days later I relize the back was too loose I took it back n they change the back,the new one was also too loose,took it back a second time,this time they gave me a little baggy wit a lot ot both push on i said to the person that was helping me,don’t u think its stupid to give me push on for a screw back ear ring n I also said to her I spend 1900 dollors on this don’t u think I deserve the proper back for it.she search n searched until she found a set,by this I was ready to leave.days later I was back,this is my third time,same problem.I God yet anather set.I wore the ear ring to a party two weeks later n one of them fell out.om.g went back to the store they told me they cant do anything about it because my insurance don’t cover lost.it there fault I lost because the ear ring was defended from the biggining.

By: Jon

Jon — Mon, 06 Jun 2011 19:20:27 +0000

Hello Everyone,

I am a GIA Certified Gemologist, Accredited Jewelry Profesional, and also have a B.A in Mineralogy, as well as my A.A. in Geology. Needles to say I am a total jewelry nerd. Or as we call ourselves in the industry: “Gem Geeks” I used to work for a Zale’s in CA. And I can honestly tell you the problem that many of you are experiencing does; unfortunately happen. The problem is not the company so much as it is the individual Jewelry Consultants you are dealing with. When I worked at Zale’s, Customer Service and Customer Satisfaction was the one thing I personally took the most pride in. It’s based off of the individual. In the Jewelry Industry the number one most important thing is REPUTATION! It is up to whom ever receives the repairs from the jeweler to call all of the customers. Its rather simple, considering the computer automatically prints a call list. Now unfortunately a Jewelry Consultant may forget or ignore to do this! (This is when i personally liked to see write up’s happen) Within saying this…… a strong and devoted staff was what made our store such a great working environment aas well as a n enjoyable atmosphere for our customers. Reading some of these comments, and the problems you all have gone through theres only one word to describe it: DISGRACEFUL!

I have no regrets working for the company, but reading this comments makes me wonder how the store managers are training there staff, or for a lack of a better word…NOT. So on behalf of Zale’s. I apologize.

By: Phil Malham Jr

Phil Malham Jr — Fri, 27 Aug 2010 12:43:36 +0000

As a former Zales store Manager of 2 stores in Houston…..I’m appalled. I’ve read alot of comments re: poor customer service, and the merchandise not available for 8 to 8 weeks. This never happened in either of my stores. # 1 my staff was trained and told ” If you sell something to anybody that they don’t really want I will fire you. # 2 If we didn’t have what you wanted in the store, my staff and I asked you to draw a picture of what you wanted, and I would give it to my repair person and see what it would cost ( using some of your old gold jewerly ) to have your piece ” custom ” made, especially if it was an engagement/wedding set. That way your rings would be unique to you… no one else would have your rings.
Is it possible that Zales ” outlets ” are not the same as a Zales Jewelry store ?

By: jeweler

jeweler — Thu, 24 Jun 2010 04:14:35 +0000

my guess is you never got the correct Diamond to begin with. Id complain to regional management if the manager isnt helpful, if you have valid reciepts and documents they will likely help in your case, they should get you a REAL certified diamond and replace it with what you got IMO, and be sure you look through a microscope with your own eyes to see the serial number for yourself so this wont happen , thats what its there for.

By: Victim of theft

Victim of theft — Thu, 24 Jun 2010 01:46:09 +0000

Well, it would appear that when those rings get sent out, someone steals the diamonds! After a long ordeal (that I’m still dealing with) I have had it confirmed that my 6K one carat diamond from the Signature Collection does not have its laser-inscribed certification number on the gurdle! So, it either got STOLEN by a sales associate, an out-of-area jeweler, OR…we were never given a certified diamond to begin with! Which do you think is the most likely scenario? And what do you think Zales had done? NOTHING! Yet. I am happy to hear any suggestions on how to deal with this horrible company.

By: kiko

kiko — Wed, 16 Jun 2010 08:10:25 +0000

I wish all managers were like you. After a year of looking me and my fiance found the ring of my dreams and it was only $2000, we went in to get all the paper work and put a down payment on it and right before we were going to pay they said that they could not get it in my size. Now putting all the little details aside i left the store in tears and the sales woman was a word i will not say.

By: Ms. B

Ms. B — Tue, 09 Mar 2010 20:35:31 +0000

First, I want to THANK EVERYONE on this blog!!!! I went to Zales in Penn Square Mall in OKC, found a beautiful ring spoke to Cindy she was somewhat helpful but she seemed to be watching everyone else in the store instead of assisting me. Mind you this was on a Friday evening and they were FULLY STAFFED. So I asked her kindly to write down the item number I also wanted 2 small bands one for the top and one for the bottom of the ring, but the bands that she carried in the store were curved I preferred them to be straight. She told me that they could special order them, she just needed to contact her jeweler, WELL…by that time another couple had came up but they were working with another assoc. she was so busy in that sale that she did not get any of my information to call me back about the cost of the 2 bands I wanted!!!!! Finally after she noticed I was just standing there she was like Oh did you want to go ahead and get a quote….WHAT THE HELL HAVE WE BEEN DISCUSSING!!!! PAY ATTENTION!!!!! She told me she would give me a call about the price for the custom bands on Monday its Tuesday I haven’t heard anything. So I am taking my future husband to BC CLARK my budget was $7,000.00 but after hearing about my experience and reading all of these, my baby said I could spent up to $20,0000.00 SO THANKS ZALES FOR YOUR CRAPPY SERVICE!!!! Never judge a book by its cover I went in the store with my 22yr old niece(I am 32) she might have thought I was window shopping but I wasn’t and my baby owns a very sucessful busniess I thought I could get a really nice ring for a good price without spending an arm and leg thats the only reason I went there in the beginning. I was willing to sacrifice the quality of ring but I will not sacrifice CUSTOMER SERVICE!!! Again thank you all, you have save at least one person from this hell hole!!!!

By: Jaimie

Jaimie — Sat, 06 Mar 2010 00:45:32 +0000

My fiance bought my ring at Zales.com. the night he proposed we took it in to get resized at the zales store in Whitehall, PA. The lady we left it with told us it would take 2 weeks. So when 2 weeks rolled around, I called to see if it was in, that lady told us the promise date was March 4th, 3 weeks. March 4th rolls around, we get a phone call, my ring has been delayed due to they “forgot to put it in the box”… apparently the box that was supposed to be holding my ring, arrived at zales completely empty. He has guarenteed that it will be in by this monday the 8th after 5pm. To top it all off, this past week, my aunt had gone in without my permission to try to see my ring before me, when she asked to see my ring, they actually went looking for it to show her, knowing that the ring was not for her and that she didn’t have a receipt. All of those employees need to be taught a thing or two about customer service. The manager will be getting an ear full when/IF I ever do get to pick up my engagement ring. They ruined what was supposed to be one of the happiest days of my life.

By: hear ya

hear ya — Tue, 02 Mar 2010 04:03:07 +0000

go to zales in the mall of nh if you want to be treated like a piece of crap

By: hear ya

hear ya — Tue, 02 Mar 2010 03:54:52 +0000

Yep……..mall of nh zales is awful. The manager doesnt want to sell anything. she is rude and demanding and treats her staff like morons!!!! discounting is all over the place and you never get the same price twice.

By: Melissa

Melissa — Sun, 14 Feb 2010 01:19:24 +0000

Does any one know what a PROMISE DATE actually means? I have looked at all the paperwork I signed and all the pamphlets I was given at time of purchase and nowhere does it specify what a PROMISE DATE is! I ordered a pink sapphire heart ring on Feb 2nd. The ring was a gift from my husband for Valentine’s day (Feb 14th). I was happily surprised when the sales woman looked me in my eyes and said “We promise to have your ring here on the 13th of February.” This was perfect, considering having the actual gift on Valentine’s Day would be preferable. So, February 13th rolls around, and my husband goes to pick it up. On his way there, I called from home to make sure it was ready to go. I spoke to a very snappy, condescending man who seemed offended that I dare call to check on my ring! After having to repeat the spelling of my last name several times, he then informed me that “It is not in.” AND THAT’S IT! That’s all he said, no remorse or apology whatsoever! I then asked when it would be ready and he said 3 days from now it should be in. I then explained the peril of the fact that it is a Valentine’s Day gift and now I would not have it as promised, BY THEM. Still, he showed no remorse, and didn’t apologize for the inconvenience. Had he been apologetic or shown any compassion for my situation, I would have just let it be. I asked him what a promise date even was, and he said that it is an estimated date. I then told him that they should change the effin title to estimated date, because PROMISE is something you should not say unless you are sure. I hung up on the useless POS and called the 1-800 customer service number and lodged a complaint with them. That phone call was quite awkward. He was not aware of “PROMISE DATES” or the true meaning behind them. (Class Act) I then explained in detail, my experience, the CS man then asked me what I wanted. I said I would like a discount for the inconvenience. I told the CS man that had I gotten an apology from the sales associate, I would not have even called. He then repeated the question as if I was a child, WHAT DO YOU WANT? The man wanted a dollar amount! I hadn’t thought of that beforehand, and felt totally uncomfortable naming a dollar amount and just said 20% off my entire purchase. I am sure I will not receive this, yet still awaiting a call from the regional manager. I look forward to her answer on what a PROMISE DATE is, as no one seems to know this. DO NOT SHOP AT ZALES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

By: Kenisha

Kenisha — Sat, 09 Jan 2010 06:00:49 +0000

Zales does have a corporate vedor they send to it takes 3-4 weeks but the store also has a local jeweler that will take a week to 10days with a 10 dollar rush fee.

By: Kenisha

Kenisha — Sat, 09 Jan 2010 05:50:22 +0000

Citibank is the only one that can remove the charges because Zales does not put them on the card for you. It may be a Zales card but citibank handles all of the charges.

By: Kenisha

Kenisha — Sat, 09 Jan 2010 05:47:07 +0000

Thank u SV someone with the smarts about diamonds for once I have yet to see an emerald cut diamond that looks horrible! and as a Zales employee you should of gotten fired for all these things and no they dont only care about their bonuses.

By: Kenisha

Kenisha — Sat, 09 Jan 2010 05:40:34 +0000

Yes they do send them out for repair there is no way possible that you can press the stones back in and give them back to you.

By: ex employee also

ex employee also — Sun, 27 Dec 2009 20:37:31 +0000

I worked for zales outlet in allen,tx last yr and at that store is nothing but alot of stress there. The manager cares about nothing but making HER bonus. To me, its the customer that you should care about. I like forever got in trouble for not pushing the bigger diamond. I dont believe in pushing a guest to buy something that they dont want or cant afford. I dont believe in pushing them applying for credit. They push us to get credit apps. I have had alot of guest walk out because they dont want to apply for credit. At that particular store the manager is out on the floor getting all the sales where the associattes but there tails to make a sale . I think when the store isnt that busy , the manager needs to step down and let the associates get the sales but she dont. I had cancer and she didnt care at all. From the chemo , I developed diahrea severly and couldnt work. She told me I HAD to, for me to wear a diaper to work!!!
My sister and my husband called corporate and told them and not a thing was done to her!!

Now, I think that if a company lets a manager stay on and treat her associates that way, and is very rude to them and could care less if they are sick and if they cant work, then it just shows how well they care about the feelings of the guest that come in and buy jewelry that keeps money in there pockets!

By: Loretta Greenberg

Loretta Greenberg — Fri, 04 Sep 2009 20:56:15 +0000

I have a problem with the way customers are treated by the staff at Zales in the Mall of NH. Last week I was shopping for a swiss movement watch for myself (for my husband to give me as a 49th anniversary gift). On Tueday, Sept. 1, I saw a Wittnauer watch in the discounted sale display case. Liz waited on me and after a brief discussion as to what the sale signs meant (one said up to 40%off with another mounted on top saying 30% addtional reduction she consulted a book and finally gave me a price of $291 claiming that it was an offer which could only be good for that day. Feeling like I was either being sold a time share or a bad used car, I told her I couldn’t buy under that pressure and would be back with my husband Thursday night. She commented that she was sure her manager would not match the price if I didn’ t purchase it from her. Well, turns out she was correct! Manager gave me the 3rd dgree as to who waited on me, and said the signs were moved around and didn’t pertain the watch I wanted. The price she gave me was over $400. I didn’t know whom to complain to at the Mall. No way to operate a retail store during a time that people are not spending. Those signs were in the same place on my first visit. Obviously I came to buy or I wouldn’t have brought my husband. Isn’t there a standard of ethics by which retailers are supposed to operate? I will not be returning to Zales Jewelry in the Mall of NH.

By: Thomas

Thomas — Thu, 09 Apr 2009 11:20:01 +0000

Nope, that’s why we rely on good customer service.

By: zmanager

zmanager — Sat, 14 Mar 2009 00:24:34 +0000

Wow, This is a site to dis all the zales stores, and it hurts my heart to hear all the bad things that have happened to folks. I’ve been a manager for Zales for 6 years I Love My Customers !!! Each and everyone
of them, Even the ones that continue to have problems with some of the jewelry that is sold to them.
We try our best to insure that what the customer is buying is best suited for their needs, You can’t get
a channel set band and expect no trouble from having it sized to a size 4 or even special ordering it in a
size 4. Problems Happen !!! Its our job to make this a less stressful time, by explaining our repair policy’s and time it takes to get it repaired…….. I give 110% to my customers because They matter to me !! Their occasions matter to me…… We are not perfect.. I’ve made plenty of mistakes and am big enough to admit to them, Our policy in our store is 1. Give a specfic date the jewelry will be sent !!
2. Give a Date when it will be returned, explain to the customer that most of the time we don’t call to tell the customer that the repair is done, Because we’ve explained our repairs go out on Monday and come back on Friday after 5:00pm our number is on the top of the receipt if you have any questions please feel free to call anytime.. But if the customer request that we call them we do write CALL on the top of our
reciept and whoever checks them in calls the customers and lets them know they are here. I hate to see anyone have a bad experience with any Zales. Because I love my Zales, I love giving that exceptional service,
I love hearing all their life joys, fears, births, anniversary’s, I wish I could Make all these sad story’s into success story’s where you’ve went out of my store and said WOW!! Because I’ll remember all of you and make the next customer experience even better……….. Thanks for the updates on how we are doing.

By: xdm7

xdm7 — Thu, 12 Mar 2009 15:24:56 +0000

you people dont know anything about diamond rings or jewelery in general ….